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Service Advocate

https://www.cvshealth.com/ Logo

CVS Health

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Location:
United States

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

17.00 - 34.15 USD / Hour

Job Description:

As a Service Advocate, you will work alongside peers who handle Medicare individual inbound calls, serving as a crucial support system for Customer Service Representatives (CSRs). Your role will involve assisting CSRs with questions and workflows during active calls, providing accurate and timely support. You will also directly handle escalated member issues, working to de-escalate and resolve concerns efficiently.

Job Responsibility:

  • Provide support and guidance to CSRs during active calls, helping them navigate questions and workflows
  • Handle escalated member service inquiries and issues, working to de-escalate and resolve concerns efficiently
  • Engage with and educate members based on their unique needs and preferences, using integrated service tools
  • Act as a knowledge resource for CSRs, helping to improve their performance and understanding of company services

Requirements:

  • 1+ years of Customer experience
  • Strong problem-solving skills with demonstrated ownership qualities
  • Empathy, compassion, and excellent listening skills
  • Ability to de-escalate situations and remain calm under pressure
  • Exceptional verbal and written communication skills
  • Leadership abilities and experience in dealing with member escalations
  • Ability to mentor, train, and motivate employees, offering feedback for performance improvement
  • Ability to multitask, identify trends, and maintain attention to detail
  • Experience in leading and promoting change within organizational structures
  • High School diploma or equivalent

Nice to have:

  • 1+ years of Medicare experience
  • Intermediate skills with Windows-based applications
  • Previous experience handling escalated member issues
  • Effective communication and documentation skills
  • Quick learner with the ability to apply new skills quickly
  • Strong analytical skills focusing on accuracy and attention to detail
  • Understanding of medical terminology and strong problem-solving and negotiation skills
  • Computer literacy to navigate internal/external systems
  • Bilingual Spanish
What we offer:
  • Affordable medical plan options
  • 401(k) plan with matching company contributions
  • Employee stock purchase plan
  • Wellness screenings
  • Tobacco cessation and weight management programs
  • Confidential counseling and financial coaching
  • Paid time off
  • Flexible work schedules
  • Family leave
  • Dependent care resources
  • Colleague assistance programs
  • Tuition assistance
  • Retiree medical access

Additional Information:

Job Posted:
October 07, 2025

Expiration:
October 27, 2025

Employment Type:
Fulltime
Work Type:
Remote work
Job Link Share:
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